SC Service Desk Analyst
Duration: 9 Months
The Role is Shift Pattern basis 24x7.
The pattern is 4 days on, 4 days off, 4 nights on, 4 nights off, and shifts are 7am-7pm/ 7pm-7am.
A Tech Support/Service Desk Analyst is required to join a small but established project team to work on an external Client-facing Service Desk & provide support to a number of Project Administration activities. Core responsibilities are: Answer in-bound telephone calls & monitor emails sent to the Service Desk by the Client, log system incidents, & delegate incidents to the technical support team for resolution. Proactively review progress on incident resolution, chase & subcontractors for updates, & provide progress updates to the Client where necessary. Monitor incidents to ensure closure within contracted Service Level Agreement (SLA) targets. Co-ordinate shipping of spare parts to support incident resolution as necessary.
Confident and professional telephone manner, competent written communicator (for writing formal reports, meeting minutes, emails to Clients), ability to use MS Excel and Word to a business level (formatting for formal reporting purposes, writing basic formulae etc), numerate (ability to perform basic statistical analysis of data), ability to work with a technical team (delegating incident resolution activities and chasing them for timely updates/closure), highly organised (e.g. ability to coordinate meeting logistics and maintain excellent record keeping)